Salary Range: $61,009-$98,224 FLSA- Exempt

Essential Functions:

The following duties are normal for this position. The omission of specific statements of the duties does not exclude them from the classification if the work is similar, related, or a logical assignment for this classification. Other duties may be required and assigned.

Creates and recommends schedules to support call volume and optimize performance; generates and evaluates call volume reports; and employs available technologies to enhance call center service levels.

Determines measures, baselines, tolerances and normal variability for performance indicators; analyzes reports and key performance indicators (KPIs) to identify business trends; and presents findings to supervisors and others as requested.

Utilizes business intelligence and other resources; develops analytic reports on a regular and ad-hoc basis; analyzes data and work processes; reports deficiencies, gaps, and opportunities to improve processes; makes recommendations for efficiency improvements; and initiates department projects and other County-wide performance improvement initiatives.

Assists in directing, developing and implementing strategic initiatives to improve and enhance performance and services; and works with division leadership to improve work quality.

Assists with and coordinates large-scale technology initiatives; develops and implements internal management information systems and telecommunications systems; and makes recommendations regarding telecommunications and information systems technology upgrades.

Minimum Qualifications:

Bachelor’s Degree in Communications, Statistics, Information Systems, or closely related field required; three years of experience in call center operations, data analytics, information systems, or closely related field; or any equivalent combination of education, training, and experience which provides the requisite knowledge, skills, and abilities for this job.

Specific License or Certification Required: Must possess and maintain a valid Georgia driver's license; and possession and maintenance of Project Management and Six Sigma certifications are preferred.